Whitepaper
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Saudi’s Prominent FM Provider Musanadah, powered by a 98% Client Retention Track Record, Modernizes FM Operations with Connected CaFM
- Build a connected, real-time operational ecosystem for PPM, SR, work orders, and QHSE
- Strengthen competitiveness and RFP win rates with a demonstrably modern, tech-led FM model
- Improve traceability, automated reporting, and SLA compliance across all active contracts
| Before Facilio | After Facilio |
|---|---|
| cancel Fragmented, paper-based workflows across PPM, service requests, and work orders made it difficult to track execution, enforce SLAs, and maintain consistency. | check_circle All PPM, SR, and work order workflows are centralized into a single CaFM platform, enabling standardized execution, SLA-driven prioritization, and full operational clarity. |
| cancel Manual data collection and spreadsheet-based reporting caused delays and limited visibility for leadership and clients. | check_circle Real-time dashboards and automated reporting provide instant visibility into service performance, compliance, and operational health. |
| cancel QHSE and maintenance activities lacked structured traceability, making audits, accountability, and compliance tracking inconsistent. | check_circle Digitized QHSE workflows with structured checklists ensure every activity is timestamped, traceable, and audit-ready from a single source of truth. |
About Musanadah
Founded in 2010, Musanadah Facilities Management Company is a Saudi-owned FM services firm and a subsidiary of Alturki Holding, headquartered in Al Khobar. Musanadah delivers integrated FM services across diverse environments including master developments, residential communities, industrial sites, and commercial facilities, grounded in global best practices and QHSE requirements. With reported SAR 100M+ annual revenue, approximately SAR 177M contract backlog, and 98% client retention, Musanadah brings the scale and operational maturity expected of a top-tier FM partner in the Kingdom.
Challenges
Before adopting Facilio, Musanadah managed its FM operations through fragmented, manual, and paper-heavy processes that made even routine workflows slow, difficult to track, and inconsistent across service lines. With no unified system for PPM, SRs, QHSE, or maintenance, teams faced gaps in visibility, accountability, and real-time decision-making. Reporting was labor-intensive and often delayed, preventing the business from scaling confidently or meeting the expectations of higher-value clients seeking modern, tech-enabled FM delivery. These operational barriers created an urgent need for a centralized, data-driven platform that could unify processes and support future growth.
Key challenges:
- Fragmented, manual, and paper-based workflows across PPM, SRs, and cleaning
- Lack of traceability and accountability in QHSE and maintenance processes
- Delayed and inconsistent reporting due to manual data collection
- No portfolio-wide visibility or unified asset hierarchy
- No automated PPM scheduling or SLA-driven workflows
- Difficulty supporting higher-value clients without centralized reporting and operations
“With global clients expecting higher FM standards, Facilio enables us to pair our skilled teams with the right technology to deliver consistent, world-class service. The platform’s mobility and user-friendly design strengthen our efficiency across service lines and support our regional expansion plans.”
Solution Highlights
1. Connected service request & work order management
Facilio unified Musanadah's entire SR–WO lifecycle into a single, automated workflow, eliminating the delays and inconsistencies of manual ticket handling. Requests now flow seamlessly from intake to prioritization to assignment, powered by SLA rules, escalation logic, and email-to-ticket automation that ensures nothing slips through the cracks. Technicians receive clear, structured work orders on mobile, improving responsiveness and traceability across all service lines.
2. Preventive maintenance (PPM) standardization & job plan digitization
Instead of relying on fragmented paper checklists, Musanadah now runs PPM through a structured digital framework where every task, frequency, asset category, and requirement is defined upfront. Job plans with task lists, tools, and categories—are configured in Facilio, allowing the system to automatically trigger PPM work orders based on schedule rules and asset associations. Technicians receive standardized, checklist-driven workflows on mobile, creating consistent execution, clean audit trails, and a dependable maintenance history across contracts.
3. Mobile-first execution with QR-enabled asset access
Technicians now operate entirely through Facilio's mobile app, where every asset is tagged with a unique QR code generated during onboarding. Scanning the code instantly pulls up service history, upcoming PPM tasks, related work orders, and required checklists—removing guesswork and speeding up field execution. This mobile workflow ensures accurate data capture at the source, supports ad-hoc work order creation on-site, and keeps every maintenance action tied to the correct asset for clean traceability.
4. Custom QHSE module for compliance & traceability
Facilio configured Musanadah's QHSE workflows using digital forms, structured checklists, and predefined inspection steps. These configurations allowed safety and quality activities—previously handled on paper—to be captured systematically through the mobile app, ensuring each submission is timestamped, tagged to the right location, and stored with a complete audit trail. The standardized format reduced inconsistencies across teams and made it easier for supervisors to review, approve, and track compliance tasks from a single, verifiable source of truth.
5. Portfolio dashboards & real-time reporting
Instead of stitching together spreadsheets or manual summaries, Musanadah's operations team now relies on real-time dashboards that visualize PPM progress, SR/WO performance, SLA compliance, and overall service quality. These views pull directly from live field data, enabling supervisors and leadership to track execution, spot gaps, and take corrective actions quickly. Automated reporting replaced time-consuming manual compilations, strengthening client communication and internal governance.
Impact
- Enhanced competitive positioning in the Saudi FM market.
- Faster and more predictable Service Request → Work Order cycle.
- Significant reduction in manual workload by eliminating paper-heavy processes and manual reporting.
- Improved compliance, traceability, and audits with structured digital forms, QR workflows, and automated SLAs.
- Standardized and reliable PPM execution across contracts.
- Improved client satisfaction through transparency.
